Fiona Doyle
Carlow,Ireland
Summary
Driven professional with firm background of discretion and confidentiality. Strong command of data security and client privacy protocols. Proactive problem-solver and diplomatic communicator with history of reliable performance.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work History
Credit controller
SSE Airtricity
Dublin, Ireland
12.2020 - Current
- Monitor accounts and proactively engage with customers, providing a high level of customer service and finding the best ways to recover payment for bills; offer advice and flexible repayment plans in accordance with customers' ability to pay
- Work flexibly to action incoming workflow on a daily basis including calls, emails and letters; complete weekly reports; provide support to colleagues and other teams as required; be an escalation point for queries that are preventing payment and work with colleagues and customers to resolve these promptly
- Contacted customers about overdue payments by phone, letter and email. Negotiated payment plans suitable for clients.
- Received debit and credit card payments by phone.
- Developed and cultivated strong professional relationships across company departments.
- Monitored outstanding balances and followed up payments.
- Prompted customers with overdue payments to avoid penalties.
- Carried out day-to-day duties accurately and efficiently.
- Dealing with charity organisations like MABS who help out customers apply for hardship funding
- Wrote professional correspondence outlining ageing account information.
- Informed customers of potential legal action and required remediation to avoid escalation.
- Monitored and responded immediately to messages and phone calls regarding credit control issues.
Billing Administrator
SSE Airtricity
, Dublin
09.2019 - 12.2020
- Manage daily Invoice validation queues to ensure invoices are sent on time and are accurate
- Take ownership of daily work queues and resolve outstanding action through to resolution
- Proactively communicate with customer service enquiries via Billing Hunt-line regarding any prolonged delays to customer invoicing
- Strong team player with ability to multitask and capable of working on own initiative
- Excellent ability to analyse and problem solve and to complete tasks to deadline and achieve compliance level
- I have a range of responsibilities including setting up billing tariffs, manage market message exceptions and proactively manage invoicing validation, making sure our customers receive the correct bills
- Also be willing to learn to action the mailboxes and workloads
Supervisor
CSC Knowhow Ltd
Dublin
09.2017 - 09.2019
- I effectively manage all inventory held in the CSC and ensuring all product movement through it is accounted for and controlled
- I complete and oversee specialist administration tasks and deals with escalations from Customer and Stock Administration, supporting the site management team to resolve customer issues/complaints
- Ensuring policies and procedures are adhered to
- Ensure stock loss and damage costs are managed within budget
- Accountability for routine inventory checks on stock records and maintaining stock adjustments
- Communication with the Repair Centre and Parts Warehouse
- Ownership of specific delivery failure codes and initiate activity for ongoing improvement also the management of rebooked orders following agreed procedures
- Monitoring and measure the accuracy and compliance of all product needing return from the warehouse : Products for Repairs & Parts, Returns to Suppliers & Stores, Pristine cancelled orders
- Filing offloads, picking warehouse lists, Customer run sheets, goods consignment forms, electrical install forms
- Communication with our UK Routing and liaising with the team to ensure easy running day to day deliveries
- Continual monitoring of aged and problem orders to ensure all product is correctly recovered from customers
- Answering emails and phone calls and liaising with the store and our Websales team and helping them with the day to day running of the business and dealing with general customer correspondence and administration
- Providing support to the delivery crew on a daily basis
- Daily feedback is required to line management updating them on issues and activities
- Seeking advice and guidance from immediate managers to resolve issues and develop self.
Front Desk Customer Service Team Leader
Currys PcWorld
01.2008 - 01.2017
- Assessing KPI adherence and NPS scores
- Sales target management
- Answering Phone calls
- Dealing with customer complaints and/or returns of faulty stock
- Delivering excellent customer service
- Organising staff rotations including scheduling of breaks
- Handling money and safe balance and cash office duties and money collections
- Organising ongoing staff training including up skilling current staff
- Customer Service desk manager - ensuring that all customers have been dealt with in an efficient and timely manner
- Health & Safety Officer and store Compliance and knowhow fit clinic report
- Store security assessment weekly basis-I preform a health and safety checklist on a weekly basis with a fire alarm test each week
- PI counts of Stock and team leader of annual stocktake
- Administration Duties such as daily incoming/outgoing E-mails, filing daily paperwork i.e
- Easy-Pay direct debit statements, Till count invoices, Finance agreements checked, courier collection slips, Visa slips, Banking slips filed away, Refunds/exchanges receipts sign off invoices, plus Daily check of repairs and ringing customers to keep them informed of their repair status
- Stationary Order for the store needs
- I'm also team Knowhow in store with deals with set-ups of computers which includes setup of McAfee anti-virus and MS office installation and general maintenance of Computer/Tablet.
Education
NVQ Level 5 - Honours Bachelor of Law (LL.B.)
Carlow Institute of Technology
Carlow09.2018
Diploma of Higher Education - Beauty therapy
Institute of Further Education Advanced Beauty Therapy
Carlow 09.2010 - 05.2011
Diploma of Higher Education - Beauty therapy
Academy of Beauty & Holistic Beauty Therapy
Carlow 09.2009 - 05.2010
Carlow ECDL / Communications - Communications
Institute of Further Education
Carlow01.2003
Colaiste Eoin Hacketstown, Co Carlow Leaving Certificate - Leaving certificate
Colaiste Eoin
Carlow05.2002
Skills
- Previous experience in Domestic Billing
- I have knowledge of electricity and gas markets in Republic of Ireland and Northern Ireland
- I have the ability to work deadlines and have ability to respond to challenges in a positive manner
- Some experience with Microsoft Word and excel
- Health & Safety officer First Aid, staff mental health awareness, recording accidents in the workplace, testing medical equipment and fire preventers on site
- People skills Handling customer queries/complaints in an efficient and timely manner while ensuring the customer is satisfied with the service
- This also includes having the ability to understand a person's needs in a tough situation and allow the use of empathy and compassion where necessary
References
Moya Balfe
Credit Control Team Leader
Paul Kenny
Domestic billing Team Leader
Chris Gray
Curry's PC World
Timeline
Credit controller
SSE Airtricity
12.2020 - Current
Billing Administrator
SSE Airtricity
09.2019 - 12.2020
Supervisor
CSC Knowhow Ltd
09.2017 - 09.2019
Diploma of Higher Education - Beauty therapy
Institute of Further Education Advanced Beauty Therapy
09.2010 - 05.2011
Diploma of Higher Education - Beauty therapy
Academy of Beauty & Holistic Beauty Therapy
09.2009 - 05.2010
Front Desk Customer Service Team Leader
Currys PcWorld
01.2008 - 01.2017
NVQ Level 5 - Honours Bachelor of Law (LL.B.)
Carlow Institute of Technology
Carlow ECDL / Communications - Communications
Institute of Further Education
Colaiste Eoin Hacketstown, Co Carlow Leaving Certificate - Leaving certificate
Colaiste Eoin
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